Intercom Fin

Data-handling profile

Trains on input

No — does not train on customer inputs

Retention

LLM providers operate under zero data retention and do not use customer messages/data for training or fine-tuning; Fin may use anonymized customer data for its own model fine-tuning, with an opt-out available (data deleted within 30 days upon request).

Data region

EU

Certifications

SOC 2 Type IIISO 27001ISO 27701ISO 27018ISO 42001HIPAA

DPA available

Yes

Breach history

none known

EU AI Act

Customer-facing autonomous support agent; EU data residency option available; limited-risk transparency obligations apply for AI-driven customer interactions.

Sources

• https://www.intercom.com/blog/data-privacy-security-ai-chatbots/
• https://fin.ai/help/en/articles/10645579-the-fin-ai-engine
• https://trust.intercom.com/resources

Every fact above is drawn from the vendor's public documentation, reviewed by a human, and version-stamped. Monitored daily for changes.

Control mapping

Obligations this vendor triggers, each attributable to the fact it rests on — for your supplier register, not a compliance determination.

• EU AI Act Art. 50 — Transparency obligations for AI systemsok

  trains_on_input = no. Vendor states inputs are not used for training.

• EU AI Act Art. 26 — Obligations of deployers of high-risk AI systemsapplies

  Applies to your organisation as deployer, independent of vendor. Assign human oversight, keep logs, and monitor operation where this tool is used in a high-risk context (Annex III duties apply from 2 Dec 2027).

• ISO/IEC 27001 A.5.19 — Information security in supplier relationshipsapplies

  Intercom Fin processes organisational data as a supplier. Include this vendor in the supplier register and risk assessment.

• ISO/IEC 27001 A.5.20 — Addressing information security within supplier agreementsok

  dpa_available = true. A data processing agreement is available and should be executed.

• ISO/IEC 27001 A.5.23 — Information security for use of cloud servicesapplies

  Cloud AI service; trains_on_input = no. Define acceptable-use and configuration rules for this cloud service.

• ISO/IEC 42001 A.10.3 — Suppliers of AI systems and servicesok

  certifications: SOC 2 Type II, ISO 27001, ISO 27701, ISO 27018, ISO 42001, HIPAA Vendor holds an AI management system certification — usable as supplier assurance evidence.

• GDPR Art. 44–49 — International transfers of personal dataok

  data_region = EU. Processing region is within the EU/EEA.

• NIS2 Art. 21(2)(d) — Supply chain securityapplies

  AI vendor forms part of your ICT supply chain. In scope for entities covered by NIS2; include in supply-chain risk measures.

• DORA Art. 28 — General principles for ICT third-party riskapplies

  AI vendor is an ICT third-party service provider. For financial entities: register of information and contractual requirements apply.

Change history

No material changes recorded since monitoring began.